Customer Service Officer

About the role

The Australian Financial Complaints Authority (AFCA) is seeking enthusiastic Customer Service Officers to join its call‑centre team. You will provide phone‑based assistance to consumers, complainants and AFCA members, helping them navigate the complaints resolution process.

Key responsibilities

• Deliver high‑quality phone support, answering enquiries and providing accurate information.
• Manage inbound contacts, including chat sessions, and perform data entry into multiple systems.
• De‑escalate conflict, resolve issues and guide callers through AFCA processes.
• Maintain detailed records of interactions and follow established procedures.
• Collaborate with team members to achieve service targets and continuous improvement.

Required profile

• Proven experience in a structured, phone‑based customer service or contact‑centre environment.
• Background in banking, financial services, superannuation, insurance or other high‑volume contact settings.
• Strong verbal and written communication skills with the ability to handle difficult interactions calmly and empathetically.
• High level of computer literacy and the ability to learn new systems quickly.
• Resilient, organised and able to manage competing demands in a fast‑paced environment.

Required skills

• Basic computer skills
• Data entry
• Chat management

What we offer

• Hybrid working arrangements with a five‑week on‑site onboarding period.
• Flexible work options, thoughtful benefits and opportunities for professional development.
• An inclusive, diverse culture that values every voice.